THE CHALLENGE.
Recently, a well known insurance company enlisted the team at Pegasus One to help look for ways to improve their current claims process through automation. They were already processing a massive number of claims – they just needed to be able to do so in a faster and more efficient way for everyone involved. Luckily, we had more than a few ideas – many of which embraced the full power of automation with open arms.
APPROACH.
Soon after work began, we transcribed more than 15,000 saved calls using voice-to-text technology and got to work analyzing those calls to identify the most commonly repeated activities.
Based on the insight we obtained, we built a chatbot functionality that could then capture those processes automatically. By mapping the revamped first notice of less session to a template of 80 capture fields, we also helped guarantee that all aspects of a session are captured with maximum accuracy. The session also included recommendations for service representative dialogue, as well.
RESULTS.
Almost immediately, the client enjoyed advantages like:
- A significant 15% reduction in the average call length due to faster satisfactory resolution times.
- An essential 43% reduction in call costs due to an improved post-call approval process.
- An increase in the accuracy of automated transcriptions close to 100%.
